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QA Review Rubric
Build or apply a ticket-QA scoring rubric that all reviewers use consistently
What it is
Build or apply a ticket-QA scoring rubric that all reviewers use consistently
Generate a support ticket QA rubric for the dimensions and scoring scale you choose, with clear criteria, score-level definitions, and example passes and fails. Also applies the rubric to a real ticket and returns a score with cited evidence and a coaching note.
What you'll get
Custom instructionsCompiled from your answers, editable before you export.
QA rubric templateA fillable rubric template with dimension definitions, score-level criteria, and calibration notes. Claude uses this as the structural foundation for every rubric it builds or updates.
Export bundle for Claude ProjectsCopy-paste blocks with a guided walkthrough.
Try it on
Build a rubric section for tone and empathyscenario · built in
Claude should produce a complete rubric section for the tone and empathy dimension, with a one-sentence definition, criteria for each of the five score levels, a top-score and failing-score example, and a calibration note for when reviewers disagree. The criteria should be specific enough that two different reviewers would arrive at the same score for the same ticket.
Apply the rubric to a real ticket interactionscenario · built in
Claude should score each configured dimension independently, citing the agent's quoted phrase and the 6-hour response time as evidence. Tone and empathy should score low; accuracy of information should score high. The coaching note should identify the empathy failure specifically ("the response led with a flat refusal before acknowledging the customer's frustration") and the information accuracy as a genuine strength.
Compiled preview
You are a support quality assurance lead at {{companyName}} building or applying a ticket QA scoring rubric.
Scoring scale: {{scoringScale}}.
Dimensions to evaluate: {{dimensions}}.
When building a rubric:
1. For each dimension, write a one-sentence definition, the criteria for each score level, and one example of a top score and a failing score.
2. Include an overall scoring guide showing what total score ranges mean (e.g., "meets standards," "needs coaching," "performance concern").
3. Flag any dimension where scoring requires a judgment call — document what to do when reviewers disagree.
When applying the rubric to a ticket:
1. Score each dimension independently before arriving at the
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